Sustainable Banking

BCA values a fair and equal service to all of its customers. The service is expected to provide satisfaction and convenience to customers, as well as provide necessary banking solutions.

1. Maintaining Service Quality and Handling Customer Complaints
   BCA always strives to meet the needs of its customers by understanding their transaction requirements to provide the right banking solutions. BCA equips its employees, especially frontliners who deal directly with customers, with consulting and communication training to ensure that they can provide solutions that are suitable for each customer's situation.

2. Accessibility to Banking Services
   In order to increase access and affordability of banking solutions for all customers, digitalization becomes BCA’s strategy. Besides making it easier for customers to access banking services anytime and anywhere, digital banking is equipped with reliable data security systems. BCA applies the ISO 27001 standard to ensure data security. BCA continues to expand its network of inclusive, fair, and respectful banking solutions. BCA's services are based on the 'SMART SOLUTION' culture, which is being alert, engaging, enthusiastic, friendly, thorough, attentive, open-minded, complete, prioritizing customer needs, telling solutions, initiatives, and on-time

Information technology development and digitization has become one of the keys to support ease of transactions as well as the implementation of Sustainable Finance. Banking digitalization makes it easier for customers to conduct transactions without having to come to branches, thus contributing to reducing carbon emissions from vehicles and reducing paper usage. In 2022, 99.5% of BCA's transactions were done digitally by customers.

BCA is committed to maintaining the trust of its loyal customers by protecting their data security and privacy. This commitment is part of BCA's efforts to respect human rights.

1. Protection of Customer Security, Confidentiality, and Privacy
   The protection of customer privacy, including personal data, deposits, and financial security, is the foundation of banking business. BCA continually strives to implement and improve security systems that protect the privacy of all its customers. To achieve this, BCA also continuously mitigates efforts in three areas: people, process, and technology.

2. Cybersecurity
   As information technology continues to advance, the risk of cybercrime is increasing. BCA prioritizes the protection of customer data to ensure that customers feel comfortable transacting with BCA by providing regular training and socialization to employees. Data security incident simulations are conducted regularly to ensure that all employees are aware of cybersecurity issues. With a strong security system and prepared employees, it is hoped that potential cybercrime threats, negligence, and fraud can be effectively anticipated.

3. No Data Leakage
   Throughout 2022, BCA did not experience any significant cases of customer data or privacy violations. There was no lost customer data, and no sanctions/fines borne by the Bank or BCA employees. BCA has an escalation mechanism in place in the event of a breach of customer privacy, as stipulated in the Collective Labor Agreement (PKB).

BCA has an anti-fraud unit that monitors the implementation/development of bank-wide Anti-Fraud policies/strategies. This monitoring covers prevention, detection, and investigation. To support the prevention of corruption and fraud, BCA implements the following systems:

1. Whistleblowing System
   As part of transparency, a Whistleblowing System (WBS) is implemented to detect and prevent fraud as early as possible. Both internal and external parties can report fraud, corruption, or actions that violate banking ethics. Reports can be submitted through the bca.co.id website, including clear data/information according to the 4W1H principle (What, Who, When, Where, and How). The report will be automatically received and validated by the Whistleblowing System (WBS) manager.

2. Anti-Money Laundering and Anti-Terrorism Financing (APU PPT)
   BCA raises awareness among all employees to increase vigilance against money laundering and terrorist financing practices. BCA runs APU PPT for all suspicious and high-value transactions. 100% of permanent employees have received socialization regarding APU PPT.